Case Study #1: Financial Customer Service — A credit card company discovered a pattern of complaints in which customers accused it of intentionally delaying the posting of payments in order to collect late charges. Action: In investigating, the company found that an outsource supplier was in a continual state of backlog. They hired a new supplier.
	Case Study #2: Technology Reputation Management — Within days after product launch, a software firm found customer dissatisfaction with specific product features. Action: The firm's programmers fixed the bugs and made a patch available within days for download.
	Case Study #3: Medicine/Health Reputation Management — A pharmaceutical firm found specialist MDs discussing its product online and recommending it inappropriately. Action: A professional relations staff member published corrective information wherever and whenever doctors posted incorrect recommendations.
	Case Study #4: Telecommunications Competitive Intelligence — A telco uncovered a competitor's strategy on the company's website. Action: The company used the intelligence to refine its presentations during legislative hearings — with the legislature ultimately upholding the company's position.
	Case Study #5: Insurance Reseller Monitoring — An insurance company found independent brokers misrepresenting features of its products. Action: Monitoring its retail channel on the Internet, the insurer forced brokers to correct online product information.
	Case Study #6: Fashion Market Research — A clothing manufacturer found young customers buzzing online about a new "thing" in fashion. Action: The manufacturer incorporated the new "thing" into their next run advertising campaign.
	Case Study #7: Packaging Competitive Intelligence — A glass manufacturer uncovered online the location, size, capacity, and employment levels for a competitor's new manufacturing plant — information which could not be found elsewhere. Action: The manufacturer incorporated the information into their next year's competitive strategy.
	Case Study #8: Agriculture Public Affairs — A major manufacturer became the focal point for activists' crusades against genetically-modified foods. Action: The company positioned itself to "own" the issue so that public debate on the Internet takes place largely on the company's terms.
	Case Study #9: Software Trademark Infringement — On its first day of formal monitoring, an established software company discovered another newly-created company with virtually the same name and similar software products. Action: The company's legal department took immediate action to force the new company to change its name.